New Graduate - IB Services– ELA Quoting Analyst
America Free Zone HEREDIA, Heredia CR
hace 4 días

VMware Academy

VMware Academy is a global development program that is designed to fast track new graduates from in-depth training into successful careers within the Worldwide Sales and Services organization.

As a part of VMware Academy, you will begin your journey by being immersed in several weeks of collaborative training known as Foundation (classroom) at a designated VMware location.

Upon completion of Foundation training, you will return to your home office and move into your role which will include on-the-job training.

During this time, you will continue to develop your skills and product knowledge while creating meaningful mentor relationships that will ignite your career.

With continued development, manager support, and ongoing mentorships, your growth is limitless. We look forward to seeing you in Worldwide Sales and Services.

Business Summary

VMware is a global leader in cloud infrastructure and business mobility. VMware accelerates customers’ digital transformation journey by enabling enterprises to master a software-defined approach to business and IT.

With VMware solutions, organizations are building extraordinary experiences by mobilizing everything. Our customers are responding faster to opportunities with modern data and apps hosted across hybrid clouds, and safeguarding customer trust with a defense-in-depth approach to cybersecurity.

At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Do you dare to do the stuff you’ve always dreamed about? Dare to explore at .

VMware offers cutting-edge cloud infrastructure and security services to companies of all shapes and sizes. Our world is all about technology, and that world is growing because the imagination, ingenuity and talent of our teams knows no bounds.

We believe that creativity sparks innovation and inspires our employees to think of VMware differently and change the world around them.

Expected to start by July 2020 or as needed by Business Unit

Job Role and Responsibilities

  • This position reports to IB Services Expert Team Global Operational Manager(s). She / he understands complex processes, programs and policies;
  • understands how to read legal documents and analyze Agreements and Amendments, applying knowledge and experience to meet SLAs while exceeding Customer and Partner’s expectations;
  • has appropriate computer skills and knowledge to manipulate our proprietary databases and communicates to internal business partners.

    Finally, applies Customer service skills to maximize satisfaction, understands business metrics and accurately reports relevant data and concerns, escalating to management as appropriate.

    This position will have the main responsibility to provide accurate and on time delivery of the assigned work with regards to ELA quotes, customer service and overall Deal Desk support responsibilities.

    This position will include the following responsibilities :

  • Management of renewal case requests in CRM
  • Efficient preparation and processing of ELA Quotations in collaboration with account manager, with specific focus on : Tracking and maintenance of Enterprise License Agreements (ELAs) in support of quote creation and deliveryIdentification of Entitlement Account number(s) for inclusion in the creation element of an ELAReconciliation of completed Installed Base (IB) report to Customer RecordsLiaison with various internal teams to ensure efficient processing and approval of quoteAnalysis & identification of potential Installed Base mismatchesParticipation on Corporate and local projects as necessaryDeal Operations query management
  • Delivery of quote volumes within the established time and quality, as defined in the Service Level Agreements (SLAs)
  • Escalation and remediation of data challenges with data integrity teams that impact the quoting process.
  • Inquiry and ticket management resolution based on sales operations, sales or channel service requests
  • Availability to work extended shift during quarter end.
  • Support the lead in reporting activities and status requests on the deals
  • Participate actively in providing inputs on areas of improvement and enhancements in the process
  • Being involved in testing phase when new releases are rolled out
  • Involved in interacting with cross functional counterparts and business owners through calls, meetings to provide inputs from processes and business standpoints
  • Being involved in the documentation efforts of the process
  • Play a key role in the quality check process and training of new hires
  • Required Skills

  • BA or BS degree in a relevant field of study
  • English proficiency
  • Sales lifecycle & CRM systems (Oracle,, SAP, etc.)
  • Experience with managing and resolving renewals data challenges
  • Problem solver with strong communication skills Oracle Service Contracts & Quoting is a plus
  • Team work and collaboration. A team player with the ability to work in a high-energy sales operations team environment with a desire to work with others for broader success.
  • Quick learner
  • Analytical skills with strong attention to detail
  • English Level above 90% both Oral and Written.
  • Great interpersonal skills
  • Very organized
  • Strong Customer Service Experience
  • Ability to work in a self-directed team environment
  • Ability to prioritize and perform multiple tasks with minimal direction
  • Research and initiative skills
  • Ability to set realistic expectations and timelines meets required deadlines and timelines
  • Ability to research and resolve complex issues
  • Establishes and maintains cooperative and productive work relationships
  • Acts as team member by providing information, analysis and recommendations in support of team efforts
  • Ability to work closely with the deal desk team and other business partners like corporate systems ops and finance, to ensure accurate quotes and contracts are quoted and booked
  • Preferred Skills

  • Background in Sales operations, Marketing, Sales / Customer support or similar function within IT / Multinational Environment
  • Positive and energetic phone skills, excellent listening skills, strong writing skills
  • Open to change and flexibility in role as business needs vary and role evolves
  • Proficient with standard corporate productivity tools (email, voicemail, MS Office especially Excel), advanced Excel a distinct advantage.
  • Comfortable in customer facing role
  • Sales training, and Installed Base
  • Knowledge in EBS Oracle SFDC and / or SAP
  • Proven Knowledge analyzing data
  • This job opportunity is not eligible for employment-based immigration sponsorship by VMware.

    VMware Company Overview : VMware, we believe that software has the power to unlock new opportunities for people and our planet.

    We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe.

    At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community.

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